Automation
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This module enables the users to automate basic and repetitive tasks to free up the agents’ time and enhance the customer experience.
Based on various predefined events the system will execute an action automatically. The actions are fixed as listed below
- Send an alert to the agent
- Send an auto-response to the end user
- Resolve the chat
- Re-assign the chat to another available agent
Configuration of rules
All the rules are predefined and the admin can manage specific configurations. For ease of access, the rules are segregated into two sections and pages accordingly
Basic Automation section consists of the rules to send alerts to the agents and send an auto-response to the end user.
Chat Rules section consists of the rules to auto-resolve chats and auto re-assign chats
Configuration
To enable the rule you need to switch the toggle button ON, and configure the required details- time frame, message, additional exception check box whichever is applicable to the rule, and save the rules.
Note
The configurations are at the team level. To configure the rules for multiple teams - you need to select the desired team from the drop down, configure the rules and save the rules for every team.
Maximum timeframe you can select is 12 hours for any rule
Automation configurations
Rules explained
Below is a detailed explanation of each rule
| Type | Rule Name | Description | Rule structure | Notes |
|---|---|---|---|---|
| Agent alert | Unresponsive to a new chat | If the agent is not responding to a newly assigned chat, the alert will be sent on a configured time limit | WHEN a new chat has been assigned to an agent And The agent didn't send the first response IF The time from the chat assignment is greater than the configured time limit THEN Send a system notification to the agent | All messages are internal notifications. The rule applies to the chats that are assigned by the system, assigned by the bot, self-assigned, and transferred chats. |
| Agent alert | Unresponsive to an existing chat | If the agent is not responding to an existing chat, the alert will be sent on a configured time limit | WHEN A chat is being assigned to an agent and The first response from the agent is sent and The last message is sent by the customer and The agent did not send a response IF The time from the last customer message is greater than the configured time limit THEN Send a system notification to the agent | All messages are internal notifications. |
| Auto response | Greet your customer | A welcome message will be sent to the customer when an agent is assigned to a chat | WHEN a chat is being assigned to an agent THEN send a message | The rule applies to the chats that are assigned by the system, assigned by the bot, and self-assigned. Not applicable for transferred chats. The rule will be triggered only once per chat for the first agent of the chat. |
| Auto response | Engage the customer | A message will be sent to the customer at every set interval while waiting for an agent to be assigned. | WHEN a chat is routed to a team's queue and the chat status is unassigned IF the chat wait time is greater than the configured time limit THEN Send a message to the customer at every configured interval Exception If the check box is selected, do not repeat the message | |
| Auto response | Nudge the customer | If unresponsive to the agent's messages, a message will be sent to the customer at every set interval. | WHEN a chat is being assigned to an agent and the first response from the agent is sent and the last message is sent by the agent and the customer did not send any response IF time from the last agent's message is greater than the configured time limit THEN Send a message to the customer Exception If the check box is selected, do not repeat the message | |
| Auto response | Farewell to the customer | When the chat is closed a message will be sent to the customer | WHEN chat is closed by a user THEN Send a message to the customer Exception If the check box is selected, send the message to the system closed conversations also | If the WA session is closed, the automation engine will execute the rule but the message will fail to deliver |
| Auto resolve chat | When the customer is unresponsive | The chat will be resolved, when the customer is unresponsive to the agent's message, after a set time limit | WHEN a chat is being assigned to an agent and the first response from the agent is sent and the last message is sent by the agent and the customer did not send any response IF time from the last agent's message is > greater than the configured time limit THEN Resolve the chat | System messages will not be considered as the last message; An announcement will be added to the chat transcript indicating the action |
Updated 4 months ago